Call Center Performance

Posted on September 21, 2017 in Call Center Performance • Customer Experience • Customer Satisfaction • Customer service • Customer service audit • Snapshotz

By: Deepak Selvaratnam Today, Customer Service delivery has become so important that is even talked about in the board room! Government and cabinets are growing more concerned than ever around federal, local and parastatal agencies delivering appropriate levels of service to meet citizens’ needs.   All leading business journals today recognize the importance of customer […]

Posted on September 18, 2017 in Call Center Audit • Call Center Performance • Call Center Tools • Call centre consulting • Snapshotz

    We recently had the opportunity to host the founder of Customer Services Audit  and creator of Snapshotz™ Online, Deepak Selvaratnam, at Taylor Reach Group’s Headquarters, for a cheese and wine reception. Deepak met with a number of consultants and potential clients while on his Canadian tour from Vancouver to Toronto and this week […]

Posted on September 15, 2017 in Business continuity • Call Center Consulting • Call Center Management • Call Center Performance • Disaster Recovery

  By: TRG Team: John Cockerill, Colin Taylor, Turaj Seyrafiaan, Peg Ayers, Garry Schultz, JD Fairweather  A disaster?  It’ll never happen to your business or Contact Center.  There hasn’t been a major storm in your area in living memory.  That kind of stuff happens to centers in Tornado Alley and Key West, not where you […]

Posted on September 12, 2017 in AHT • Call Center Consulting • Call Center Performance • Contact Center • Contact center consulting • Forecasting • Forecasting- WFM

By: Turaj Seyrafiaan A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts […]

Posted on August 28, 2017 in Agent Experience • Call Center Management • Call Center Performance • Call Center Tools • Facts and Figures • Research

By: Peter Elliot Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible […]

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

Posted on July 13, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Hiring a call center consultant • New Call Center • Success

By: Colin Taylor There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes […]

Posted on May 19, 2017 in Call Center Performance • Call Center Technology • Call Center Tools • Contact Center • Contact Center Technology • Contact Centre Ops • Purchasing Decisions • Technology

By: Bruce Lebowitz   Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center.  Their fears included:     Driving incremental contacts into their center Requiring new systems (and integrations) Staffing issues Training issues   Companies should […]

Posted on April 17, 2017 in Call Center Performance • Contact Center • Customer Experience Management • Success

Customer Success Defined – 6 Areas of Customer Success Planning By: Garry Schultz                        Accelerated Customer Value Confusion in the pre-post sales services world. A new label appeared a couple years back and a host of pointy haired managers have flocked to the new, improved, model. […]

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]